Lucine's Auto Sales and Leasing, Inc.

The customer states a dispute was filed with their financial institution,  and that they have already refunded the customer for the purchase price. Due to the fact that the financial institution refunded the customer for the purchase price we are not in the position to refund the customer. The...

customer is also outside of our 14 day return policy which can be found at the below link. When placing an order with us the customer has to agree to our Terms of Sale before checking out. Included in the Terms of Sale is our return policy. We will also not be sending the device back to the customer as they have been refunded by their financial institution. We consider this resolved. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola...⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The broken phone was shipped today.
Sincerely,
[redacted]

The customers device is being return unrepaired. It is being shipped via [redacted] tracking number [redacted]. We consider this resolved.

Complaint: 10979666
I am rejecting this response because: this is the 3rd...

time I had to call in 1 month and I get the same response. I will wait to see if indeed I get a replacement. Each time I call, I get a different answer.I will not accept until I get a replacement watch that works.
Sincerely,
Debra [redacted]

A replacement device is shipping via [redacted] tracking number [redacted] and expected to be delivered on Tuesday, 4/5.

Complaint: [redacted]
I am rejecting this response because, I have asked since November to redesign my device and have been given excuses that first it was too long out of date to return I had a...

two week return policy mind you they build the phone in three weeks. The device has been faulty since receiving it and having them tell me all I am getting is like for like for a design I didn't like upon receiving is unacceptable. Either they can give me the chance to redo my device like how I want or a complete  refund 
Sincerely,
Jeffrey [redacted]

Revdex.com:YOU DON'T EVEN CARE TO OFFER AN APOLOGY?  PLEASE UNDERSTAND YOU AND YOUR CUSTOMER SERVICE REPRESENTATIVES ARE ABYSMAL AND THAT I WASTED MANY...

HOURS CALLING AND PUTTING TRUST IN YOUR COMPANY TO DO THE RIGHT THING.  UNDERSTAND THAT THAT TRUST IS GONE AND I WILL NEVER BUY YOUR PRODUCTS AND WILL NEVER RECOMMEND YOUR PRODUCTS TO FRIENDS AND FAMILY.  THERE IS NOTHING WORSE THAN A CUSTOMER SERVICE REP SAYING'TRUST ME, WE'LL TAKE CARE OF IT' ONLY FOR THEM TO DO NOTHING.  ABSOLUTELY AWFUL.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title:[redacted]
Contact Email: [email protected]
Per our warranty it does state that we [redacted] 1 repair the customer device, 2 replace the customers device with a new or reconditioned device, or 3 refund the customer at our...

sole discretion. The warranty can be viewed at the below link
https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄
The customer has not completed the necessary troubleshooting steps. We are not in the position to refund the customer. However, we would be more than happy to replace the customers device after the necessary troubleshooting steps have been completed. If the customer follows the troubleshooting steps and they are not successful we can process a replacement if the customer wishes. However, the replacement device [redacted] be reconditioned/ refurbished.

We do not have control over the updates on the customer's device. The customer spoke with our Level 3 Technical Support Team on Thursday and was explained that we have no control over the apps and they would need to reach out to [redacted].

This is resolved. The customer was refunded on 12/14.

We will reach out to the customer.

Our warranty states that repairs made through non Motorola service centers voids the manufacture warranty. Therefore, when the customer took their device to RX Tech and they fixed the port this voided the customers warranty. We are not in the position to repair/replace the customers device and...

consider this resolved. Below is a link to our warranty. https://help.motorola.com/hc/apps/settings/legal/global/en-us/index.h...⇄

The damage is indeed...

covered under our warranty. However, we will not be waiving any fees if the customer wishes to process an Advanced Exchange and receive a replacement first. If the customer does not wish to pay any fees or place a hold on their credit card we provided another replacement. The customer would need to send their device into us first. Once we get it a replacement would ship out in 4-5 business days. If the customer does not wish to take advantage of our replacement options we consider this resolved.

The authorization holds have been reversed and the customer has been refunded the Premium Fee. The funds should reflect back in the customer's account within 3-5 business days. If the customer would like to process a new exchange on the defective replacement we would be happy to assist.

The customer has been in contact with our Universal Command Center. We would be happy to replace the the device with a like for like model with a 25% discount on the out of warranty fee. If the customer does not wish to proceed we consider this resolved.

The customers device has been sent back via [redacted] tracking number [redacted] and is expected to be delivered on Monday. The customers device was purchased from an unauthorized seller. Therefore, the warranty is not valid and we will not be replacing/repairing the customers device. We...

consider this resolved.

The customers warranty is over. As stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processed. If troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty fee. Again if the customer does not wish to do this we consider this resolved.

Below is the link for our warranty. Cosmetic damage is not covered and we will not waive or lower the fee of a replacement on the [redacted] 6. Yes, the customer was in contact with us when having issues with their [redacted] X. However, the customer is a year out of warranty. If the customer wishes to replace either device they will need to follow our standard replacement options. If the customer does not wish to do so we consider this resolved.

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
The customer has been provided with our replacement options and is not satisfied with the options available. If the customer would like to process a replacement they may choose...

between the options available. Return and Exchange or an Advanced Exchange.
Return and Exchange: We send the customer a prepaid shipping label. Once we receive the defective device a like new replacement will be shipped out within 3-4 business days.
Advanced Exchange: We will ship out the replacement device first. We charge a $24.99 premium fee and a place an authorization hold/freeze for $500 plus tax. Once the like new replacement is shipped out the customer has 5 days to return their defective device. Once we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-10 business days.
We consider this resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixed. I paid for a brand new phone and I have put up with at least two "like new" phones already. I am not going to get another like new phone to have all of the same problems again. I have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phones. Now I am not able to put on hold $500 that I do not have; I am a college student, that money is not easy to come by. The first option of being phoneless is not an option because my phone is needed for work related reasons as well. It is time for you, Motorola, to compromise with me, the customer. I am so tired of these issues and that's all I've had since I got this phone. I want a brand new phone not a "like new" phone.
Final Business Response /* (4000, 9, 2015/07/08) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
The customer has processed the previous replacements directly with their carrier. If the customer would like to process a replacement with us these would be our options. If the customer cannot process an Advanced Exchange they may process a Return and Exchange. If they are unable to be without a device through this process we recommend they contact their carrier for a loaner device.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11000737, and find that this resolution is satisfactory to me.
Sincerely,
Vincent [redacted]